Service Desk Coordinator

THIS JOB DESCRIPTION DOES NOT ATTEMPT TO LIST ALL OF THE DUTIES THAT ARE OR MAY BE PERFORMED IN THIS POSITION

Customer Support

• 1. Provides first-level technical support and assistance for the resolution of personal computer incidents and problems with IT applications and services.
• 2. Escalates calls of a complex nature to designated level of responsibility.
• 3. Assists in the analysis of personal computer hardware problems to determine whether equipment should be serviced, replaced or retired.
• 4. Assists employees with password changes and account re-activation.
• 5. Coordinates the procurement of desktop peripherals, desktop software and other IT related equipment in support of business needs.
• 6. Researches, verifies, and codes invoices for purchases and operational expenses in the IT Operations area.
• 7. Maintains a library of software installation and documentation media.
• 8. Facilitates the process to loan IT equipment to employees on a temporary basis.
• 9. Updates and maintains a problem tracking and reporting tool, provided training support to employees as appropriate.
• 10. Monitors the escalation of aged problem tickets for completion. Provides statistics and reporting on problem tickets for IT management and reporting needs.
• 11. Maintains a knowledge base of known problem solutions for IT hardware, applications and services. Updates as necessary.

Educational/Experience Level Bachelors degree in Computer Science, Information Technology, MIS, Business or related field; or High school education or the equivalent and four years related technical experience.

Communication Skills Requires the ability to communicate with internal and/or external customers in order to obtain and/or provide explanations and/or modifications on technical or other complex concepts to individuals.

Numeric Skills Requires the ability to perform analyses involving ratios, percentages and simple statistical methods.

Computer Skills Requires advanced knowledge of various software applications for creating documents, reports and/or graphics.

Work Conditions Works in an indoor environment. Requires frequently performing activities, including, but not limited to, stooping, bending, crawling, kneeling, grasping, reaching, climbing and lifting objects in excess of 100 pounds.

Atmos Energy Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.